Digital Consumer Services Specialist

Bank of the Pacific•Aberdeen, WA

9d•$20 - $23•Onsite

About The Position

Provide high-level customer service and support to consumers and front line branch staff for Consumer Services including Online Banking, Mobile Banking, Consumer Bill Pay, Telebanc, eStatements, Zelle, Mobile Deposits, and Debit Cards. Work closely with customers and bank staff to ensure effective communication in the implementation of services, training of end users, and promotion of the features and benefits of bank products and services. Provide technical support to customers as it relates to internet access to products and services and industry practices related to data security. Provide back up to the Customer Care Center during peak times including customer calls, and glia chats.

Requirements

High School diploma or equivalent
Understanding of the bank policies and procedures
Above average organizational skills.
Proven ability to create priorities and to follow through on projects.
Excellent attention to detail and accuracy.
Above average technical ability to support products/services and customers.
Ability to take ownership of client needs and provide excellent customer service.
Ability to work independently yet closely with other staff.
Excellent verbal and written skills to include interpersonal communication skills.
Proficient Keyboarding skills.
Proficient Microsoft Office Program skills (Word, Excel, PowerPoint, Outlook)
Proficient Internet Navigation including mobile
Flexibility and eagerness to learn.
Regular attendance is an essential function of the job.

Responsibilities

Provide friendly, professional, and knowledgeable support to internal and external customers.
Full knowledge of all consumer digital products and services and is able to assist internal and external customers.
Provide assistance via telephone, in-person, e-mail, or secure message in response to customer inquiry or branch referral.
Respond to or coordinate response to all e-mails received through the bank website, directly, or through the online secure messages.
Responsible for implementation, training and support of the following electronic products including consumer online/mobile banking, consumer bill paymobile deposits, Zelle, and eStatements.
Fulfill maintenance requested on consumer online banking maintenance request forms
Ability to execute a timely referral to Commercial Services and/or Treasury Management.
Process and complete the set-up for all consumer enrollments submitted through the website.
Process new mobile deposit enrollments and maintenance, reviewing IP address and login history for potential fraudulent enrollments
Daily review of mobile deposits and remote capture items to ensure proper endorsement and suspect check review,
Process new Zelle enrollments and maintenance.
Process mobile deposit and consumer bill pay increases per branch request
Assist customers with password resets and access problems
Provide debit card assistance to customers and branches including transaction research. Review daily debit card system reports, perform debit card maintenance, review monthly new card reissue report and ensure changes are made prior to card production.
Process online stop payment fees for hard charged customers.
Update customer contact information in Q2 and bill pay
Remove closed accounts from eDelivery site, assist both internal and external customers with eStatement enrollment troubleshooting

Benefits

Eligible to participate in annual incentive plan.
We offer a comprehensive healthcare benefit package that includes: Medical, Dental, Vision, EAP, LTD, STD, Group Life, VTL, AD&D, FSA, DCAP, LFSA, and HSA.
Retirement Savings Plan through 401(k) with an additional Roth 401(k) option. We match 100% of your deferral up to 5% of eligible compensation.
Wellness Dollars up to $500 per year.
Weekend Wellness Hours, up to 4 per quarter.
Paid Birthday and Anniversary Holiday
11 paid Holidays per Year
Sick Leave Time – Earn up to 8 days each Year
Vacation – 12 days each Year (first year adjusted based on hire)
Vacation Purchase Plan
Tuition Reimbursement
Employee Banking Privileges and Special Loan Features.